Veterinary ER Client Service Representative

Anne Arundel Veterinary Emergency Clinic, Inc.; Annapolis (MD); On-site; USD 34,000 - 46,000; Full time

Benefits offered by this job

Competitive pay

4x10 shifts per week

Shift differential

Holiday pay

Medical insurance

Dental insurance

Vision insurance

EAP

Disability & Life Insurance

Referral program

PTO

401(k) with employer match

Pet care discount

Uniforms provided

Training opportunities

Job summary

Anne Arundel Veterinary Emergency Clinic, Inc. (AAVEC) is seeking a compassionate Client Service Representative to join our front desk team for mid shifts.

Our 24/7 emergency center serves the Annapolis area with a large, collaborative veterinary team, including doctors, technicians, and client service staff. The CSR will greet clients, triage calls, and support client communication in a fast-paced setting.

Qualifications

• Veterinary experience or 2+ years in high‑level customer service.
• Ability to stay calm under pressure and show empathy.
• Experience with multi‑line phone systems and scheduling.
• Interest in learning veterinary software systems.

Responsibilities

• Greet clients warmly in person and by phone.
• Triage calls, assess urgency, and relay information accurately.
• Explain treatment plans and costs clearly to clients.
• Coordinate between clients, clinicians, and veterinarians.
• Process payments with discretion and accuracy.
• Maintain electronic medical records and patient notes.
• Provide emotional support during sensitive situations.
• Ensure smooth check‑in, update, and discharge processes.
• Address client concerns with empathy and professionalism.
• Maintain a clean, welcoming lobby and collaborate with team.

Skills

Veterinary experience

Customer service

De-escalation skills

Multitasking

Strong communication

Job description

Help Clients. Support Pets. Make a Real Impact.

Looking for meaningful work? Come join our front desk!

Anne Arundel Veterinary Emergency Clinic (AAVEC) has been delivering outstanding patient care for over 30+ years. Located just five minutes from downtown Annapolis, our state-of-the-art emergency and referral center is open 24 hours a day, 7 days a week, 365 days a year.

We are proud to have a large, collaborative team that includes over 20+ veterinarians, 50+ technicians, 20+ assistants, and 15+ client service representatives. In addition to our emergency and critical care services, we work alongside on-site specialists in Neurology, Cardiology, Internal Medicine, Oncology, Surgery, Ophthalmology, and Rehabilitation.

We are currently seeking a compassionate and experienced Client Service Representative (CSR) to join our front desk team, with an opening for mid shift.

Who You Are

You’re the calm in the storm. You communicate clearly, think quickly, and understand that a kind word or steady tone can make all the difference for a client in crisis. You take pride in creating a positive, professional experience—even when things get hectic. You’re highly organized, detail-oriented, and able to juggle multiple responsibilities without losing your sense of empathy or composure.

What You’ll Do

• Greet clients warmly and professionally—both in person and over the phone
• Triage incoming calls using a multi-line phone system, assess urgency, and respond to inquiries promptly and accurately
• Evaluate arriving cases to help prioritize patient care
• Clearly explain treatment plans, next steps, and associated costs
• Act as a communication link between clients, clinicians, and referring veterinarians
• Process payments and financial transactions accurately and with discretion
• Maintain and update electronic medical records and patient documentation
• Provide emotional support and guidance—especially during sensitive or end-of-life situations
• Facilitate smooth check-in, update, and discharge processes
• Handle client concerns and complaints with empathy and professionalism
• Maintain a clean, welcoming, and organized lobby/waiting area
• Collaborate with fellow CSRs to ensure seamless team coverage and support

What We’re Looking For

• Veterinary experience or a minimum of 2 years of high-level customer service experience (experience in fast-paced, emotionally demanding environments strongly preferred)
• Self-motivated and able to work independently without constant supervision
• Skilled at multitasking and communicating clearly under pressure
• Strong attention to detail and confidence working with sensitive or confidential information
• Tech-savvy and quick to learn veterinary-specific software systems
• Professional demeanor with experience in de-escalating tense or emotional situations
• Flexible, adaptable, and eager to learn and grow in a fast-paced environment
• Availability to work weekends and holidays as part of a rotating schedule

Available Shift

• Mid Shift: 12:00pm – 10:00pm

CSRs work four 10-hour shifts per week, allowing for an extra day off and improved work-life balance. While schedules are not fixed, hours remain consistent. Team members hired for day shifts will remain on day shift schedules. Specific days may vary slightly based on the needs of the clinic.

Why Work at AAVEC?

At AAVEC, we know that veterinary medicine is a team sport—and we couldn’t do what we do without the dedication, talent, and compassion of our staff. That’s why we work hard to create an environment where our people feel valued, supported, and inspired.

We’re not just co-workers—we’re a team, and we take care of each other like one. From the front desk to the ICU, everyone plays a critical role in the care we provide. And because we know this work is both meaningful and challenging, we make sure to recognize and celebrate our team throughout the year.

Here’s just a glimpse of what makes AAVEC a great place to be:

• Quarterly staff events & team-building activities (Staff Olympics, Pumpkin Decorating Contests, Secret Santa, and more)
• Celebrations for milestones, achievements, and everyday wins
• Festive hospital-wide decorations during Mardi Gras, Halloween, St. Patrick’s Day, and beyond
• Community giving on behalf of our team to causes like the SPCA, Breast Cancer Awareness, and Suicide Prevention
• A culture that prioritizes kindness, growth, and mutual respect

Benefits

We offer a comprehensive benefits package designed to support and reward our team members:

• Competitive hourly pay (commensurate with experience)
• Four 10-hour shifts per week for improved work-life balance
• Shift differential for afternoons, evenings and overnight hours
• Holiday pay
• Medical, Dental, and Vision Insurance
• Employee Assistance Program (EAP)
• Short-Term, Long-Term Disability & Life Insurance
• Referral Program
• Paid Time Off (PTO)
• 401(k) with employer match
• Generous employee pet care discount
• Company paid uniforms
• Opportunities for training and career development
• A close-knit, collaborative, mission-driven team

Join us and make a difference—one client, one pet, one moment at a time.